Management and Organizational Studies 2320A/B Chapter Notes - Chapter 10: Population Ageing, Westjet, Competitive Service

• School: Western University
• Department: Management and Organizational Studies
• Course: Management and Organizational Studies 2320A/B
• Professor: John White

Document Summary

Service: is any intangible offering that involves a deed, performance, or effort that. Lawnmowing, drycleaning, auto maintenance, etc. : people place a high value on convenience and leisure households have little time for the tasks mentioned earlier. Intangible, inseparable from their providers, inconsistent (variable), and cannot be held in inventory (perishable). Intangible they cannot be touched, tasted, or seen like a pure product can: makes it difficult to convey the benefits of services, ex. Health care service offers cues comfy waiting rooms, drinks, etc: ex. Starbucks coffee shop atmospheres, bank trackers: can"t be shown directly to potential customers, ex. Inseperable production and consumption: produced and consumed at the same time, service marketers provide opportunities for their customers to get directly involved in the service, ex. Inconsistent: quality may vary because its provided by humans, more humans=more inconsistent, marketers of services strive to reduce service inconsistency through training and standardization, marketers also can use the inconsistent nature of services to their advantage.